Virgin TV Go not accessible

[JustTheJob]

Good Morning I am now unable to watch virgin tv via the app on my IPhone or the website on my laptop. I have attached photos of what I get when logging in. 

 

[Gareth_L]

Hello JustTheJob,

Thanks for your first post and welcome to our Community.

Sorry to see the Tv Go App is not working.

Can we please ask if it has been working okay previously?

Have you entered the correct email and password?

Does clearing the Apps data and cache help?

Are you running the latest version?

Gareth_L

[JustTheJob]

Good Afternoon. 

Yes it was working fine on both iPhone and Laptop. 

I’ve deleted the app and reinstalled it with the same problem. 

The password and email are correct as I can log into my virgin account but not my TV go app. 

Thanks 

[Daniel_Et]

Hi @JustTheJob,

Thank you for your response and sorry to hear about the problem you've been having 😔

Are you experiencing the same problem when accessing Virgin TV Go through the website on your iPhone? The website can be accessed here.

Regards,

Daniel

[JustTheJob]

 

Same result unfortunately. See attached pic. 

[Steven_L]

Thanks for coming back to us JustTheJob, are you still having the same issues?

If you are, please can you try to change your password for your online account and then try to login to the app/website once again?

Kind Regards,

Steven_L

[JustTheJob]

 

 

Good morning. The issues are the same. I’ve changed my password and I still get the same message. 
Regards 

[Daniel_Et]

Hi @JustTheJob, sorry to see you're still having problems with this 😔

Can you please sign into My Virgin Media and check your first and last name are showing? If not, please complete those fields and try signing into TV Go again.

If that doesn't make any difference, we will need to escalate the matter.

Regards,

Daniel

[JustTheJob]

Good Evening, I have logged into my virgin media and it would someone else’s name comes up. I’m certainly not Kenneth Ward. 
All suggestions welcome 

regards Andrew 

 

[Sabrina_B]

Hi @JustTheJob 👋.

Thanks for reaching out and the image that you have provided. Do you get the same name or your own if you access your account via a web browser? Also does the address on the account match along with the email address also?

Please let us know.

Sabrina